Job Summary

The Service Desk L1 Support Agent provides advanced technical support to end users by resolving incidents and service requests. The role requires strong troubleshooting skills, ownership of tickets through resolution, and effective communication with users and internal resolver groups. The agent acts as a key contributor to SLA compliance, knowledge management, and service improvement. 

Key Responsibilities

Incident & Request Management 

Handle L1 escalated incidents and service requests across IT domains such as workplace, OS, applications, and network basics 

Perform detailed technical troubleshooting and root cause analysis for recurring issues 

Take end-to-end ownership of tickets until closure, ensuring SLA and quality compliance 

Work on major incidents, providing updates and support as per incident management processes 

Escalate to L2 / engineering teams with proper diagnostics, logs, and analysis when required 

User Support & Communication 

Provide remote support via phone, email, chat, and ITSM portal 

Communicate clearly and professionally with end users in English (verbal and written) 

Manage user expectations by providing accurate resolution timelines and status updates 

Technical Support Scope (Typical L1) 

Operating Systems: Windows 10/11, basic MacOS support 

Workplace services: user profiles, access issues, printers, VPN, email clients 

Active Directory: password resets, account unlocks, group membership (as per access rights) 

Network basics: LAN/Wi-Fi connectivity, DNS, proxy, VPN troubleshooting 

Standard enterprise applications and collaboration tools 

Remote tools and device troubleshooting 

Process & Continuous Improvement 

Ensure compliance with ITIL-based processes (Incident, Request, Change, Knowledge) 

Create, update, and reuse Knowledge Base (KB) articles 

Identify trends and contribute to problem management and shift-left initiatives 

Support audits, reporting, and service improvement activities

Skill Requirements

Required Skills & Qualifications 

Education & Experience 

Any graduate degree (IT or related field preferred) 

1–3 years of experience in IT Service Desk / Technical Support with L1 exposure 

Technical Skills 

Strong hands-on troubleshooting skills for end-user computing issues 

Experience with ITSM tools (ServiceNow or equivalent) 

Understanding of enterprise IT environments and support models 

Familiarity with remote support tools and endpoint management 

Language & Soft Skills 

Excellent English communication skills (spoken and written) 

Strong customer-handling and problem-solving skills 

Ability to work independently and under pressure 

Good documentation and analytical skills 

Shape 

Working Conditions 

24x7 rotational shifts (depending on customer engagement) 

Weekend and holiday support as per roster 

Offshore / global support environment 

Shape 

Nice to Have 

ITIL Foundation certification 

Exposure to L2 coordination or major incident bridges 

Experience in global or multilingual service desk environments 

Other Requirements